Job Description:

Lead the IT Service Management function and provide direction to ensure effective, reliable, and scalable IT service delivery across the organization
Develop and drive the ITSM strategy, roadmap, governance, and service management standards in alignment with business and Technology objectives
Own and continuously improve core ITSM processes, including Incident, Problem, Change, Request, Configuration, and Service Level Management
Establish and oversee service performance frameworks, KPIs, SLAs, and operational metrics, ensuring service quality and continuous improvement
Lead initiatives to improve IT service efficiency, reliability, user experience, and operational maturity through process optimization, automation, and best practices
Partner closely with Technology leadership, IT teams, business stakeholders, and vendors to ensure effective service delivery and resolution of critical issues
Drive cross-functional initiatives related to IT service transformation, process standardization, and operational improvement
Oversee ITSM tools and platforms, ensuring they effectively support service management processes, reporting, automation, and operational needs
Establish mechanisms for service governance, performance reviews, escalation management, and continuous improvement, providing insights and recommendations to Technology leadership
Ensure service readiness, operational stability, and effective change management for major system implementations, technology changes, and organizational initiatives
Lead and develop the ITSM team, fostering a culture of accountability, service excellence, collaboration, and continuous improvement
Manage relationships with key third-party service providers and ensure vendor performance, SLA compliance, and service quality

Requirements:

Bachelor's degree in Information Technology, Information Systems, Computer Science, Engineering, or a related field
7+ years of experience in IT Service Management, IT Operations, or related technology functions, with demonstrated experience in a leadership or managerial capacity
Proven experience leading ITSM / IT Operations functions, including managing teams and driving service delivery improvements
Strong hands-on experience with ITSM platforms such as ServiceNow, BMC Remedy, GLPI, or similar enterprise solutions
Strong understanding of ITIL / ITSM practices, including Incident, Problem, Change, Request, Configuration, and Service Level Management
Experience in IT service governance, process improvement, SLA/KPI management, and operational performance monitoring
Demonstrated ability to establish and improve ITSM processes, policies, and service standards across the organization
Strong stakeholder management skills, with the ability to work effectively with Technology leadership, business functions, vendors, and third-party service providers
Comfortable operating in a complex, multi-stakeholder and enterprise environment, with strong problem-solving and decision-making skills
Ability to lead teams, influence stakeholders, and drive continuous improvement and service excellence

IT Service Management